Client Support Rep

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    "description": "<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"background-color:#ffffff;\"><strong><span style=\"color:#444444;\">JOB SUMMARY </span></strong> (updated February 2024)</span></p>\n<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"color:#000000;\">The Client Support Representative delivers</span> high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients<span style=\"color:#000000;\">.</span></p>\n<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"background-color:#ffffff;\"><strong><span style=\"color:#444444;\">ESSENTIAL DUTIES &amp; RESPONSIBILITIES</span></strong> </span></p>\n<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"background-color:#ffffff;\"><strong><span style=\"color:#444444;\">Customer Interaction</span></strong> </span></p>\n<ul>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Respond promptly and professionally to inbound calls and other communication channels.</span> </span></li>\n\t<li><span style=\"color:#000000;\">Provide accurate and relevant information to clients regarding products, programs, and services.</span> </li>\n\t<li><span style=\"color:#000000;\">Address client inquiries and concerns with a customer-centric approach.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Issue Resolution</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Identify and troubleshoot client issues, escalating them appropriately when necessary.</span> </li>\n\t<li><span style=\"color:#000000;\">Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.</span> </li>\n\t<li><span style=\"color:#000000;\">Offer effective and timely solutions to meet client needs.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Product Knowledge</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Maintain a comprehensive understanding of the company's products, programs, and services.</span> </li>\n\t<li><span style=\"color:#000000;\">Stay informed about updates and changes in offerings to assist clients effectively.</span> </li>\n\t<li><span style=\"color:#000000;\">Utilize and maintain product knowledge base</span></li>\n\t<li><span style=\"color:#000000;\">Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.</span></li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Process Adherence</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Adhere to standard processes and procedures in handling client interactions.</span> </li>\n\t<li><span style=\"color:#000000;\">Ensure compliance with established protocols for issue resolution.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Team Collaboration</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.</span> </li>\n\t<li><span style=\"color:#000000;\">Communicate regularly with team members to share insights and updates.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Documentation</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Accurately record and document client interactions and resolutions.</span> </li>\n\t<li><span style=\"color:#000000;\">Keep detailed and organized records for reference and reporting purposes.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Client Retention</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Offer alternative solutions when appropriate with the goal of retaining clients' business.</span> </li>\n\t<li><span style=\"color:#000000;\">Analyze client needs and recommend relevant features to enhance their experience.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Continued Development</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Stay current with industry information, changes, and updates to provide informed support.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Adaptability</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.</span> </li>\n</ul>\n\n<p><strong><span style=\"color:#000000;\">Ad-hoc Support</span></strong> </p>\n\n<ul>\n\t<li><span style=\"color:#000000;\">Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.</span> </li>\n</ul>",
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The Client Support Representative will answer a high volume of calls from our clients.\\nESSENTIAL DUTIES &amp; RESPONSIBILITIES \\nCustomer Interaction \\n\\n\\tRespond promptly and professionally to inbound calls and other communication channels. \\n\\tProvide accurate and relevant information to clients regarding products, programs, and services. \\n\\tAddress client inquiries and concerns with a customer-centric approach. \\n\\n\\nIssue Resolution \\n\\n\\n\\tIdentify and troubleshoot client issues, escalating them appropriately when necessary. \\n\\tUtilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards. \\n\\tOffer effective and timely solutions to meet client needs. \\n\\n\\nProduct Knowledge \\n\\n\\n\\tMaintain a comprehensive understanding of the company's products, programs, and services. \\n\\tStay informed about updates and changes in offerings to assist clients effectively. \\n\\tUtilize and maintain product knowledge base\\n\\tSubmit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.\\n\\n\\nProcess Adherence \\n\\n\\n\\tAdhere to standard processes and procedures in handling client interactions. \\n\\tEnsure compliance with established protocols for issue resolution. \\n\\n\\nTeam Collaboration \\n\\n\\n\\tCollaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience. \\n\\tCommunicate regularly with team members to share insights and updates. \\n\\n\\nDocumentation \\n\\n\\n\\tAccurately record and document client interactions and resolutions. \\n\\tKeep detailed and organized records for reference and reporting purposes. \\n\\n\\nClient Retention \\n\\n\\n\\tOffer alternative solutions when appropriate with the goal of retaining clients' business. \\n\\tAnalyze client needs and recommend relevant features to enhance their experience. \\n\\n\\nContinued Development \\n\\n\\n\\tStay current with industry information, changes, and updates to provide informed support. \\n\\n\\nAdaptability \\n\\n\\n\\tDemonstrate flexibility and adaptability in a dynamic and evolving client support environment. \\n\\n\\nAd-hoc Support \\n\\n\\n\\tAssist with additional support-related tasks and participate in Ad-Hoc projects as needed. \\nQualificationsKNOWLEDGE &amp; REQUIREMENTS\\n\\n\\n\\tExperience in a technical call center environment preferred. \\n\\tCertified Pharmacy Technician preferred. \\n\\tAbility to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively. \\n\\tAbility to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems. \\n\\tCommunicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure. \\n\\n\\nEDUCATION &amp; EXPERIENCE REQUIREMENT \\n\\n\\n\\tMinimum years of work experience: 2 years  \\n\\n\\t\\n\\t\\tExperience working with healthcare professionals in a fast-paced clinical setting preferred \\n\\t\\n\\t\\n\\tMinimum level of education or education/experience: High School Diploma \\n\\t\\n\\t\\tA minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor’s degree in a related field from an approved and accredited college or university. \\n\\t\\n\\t\\n\\n\\nPHYSICAL REQUIREMENTS\\n\\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. \\n\\n\\n\\tFrequent sitting in stationary position at a desk \\n\\tOccasional standing, walking, stooping, kneeling, squatting, and climbing stairs \\n\\tOccasional twisting of body \\n\\tOccasional reaching by extending hands and arms in any direction \\n\\tOccasional lifting, pulling, or pushing \\n\\tUses of basic office equipment within corporate and home office environment. Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs. \\n\\tThis position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain. \\n\\n\\n \\n\\nWhat’s In It For You?\\n\\n\\n\\tMedical, Dental and Vision Plans\\n\\tVoluntary Benefits\\n\\tHSA &amp; FSA\\n\\tFertility &amp; Family Planning Benefits\\n\\tPaid Parental Leave\\n\\tAdoption Assistance Program\\n\\tEmployee Resource Groups\\n\\tFlex PTO for Exempt Associates &amp; up to 15 PTO days in first year of employment for non-exempt associates\\n\\t11 Paid Holidays\\n\\tCorporate Wellness Program\\n\\tCompany 401k and Roth retirement plans with employer match\\n\",\"responsibilities\":\"JOB SUMMARY  (updated February 2024)\\nThe Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. 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Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs. \\n\\tThis position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain. \\n\\n\\n \\n\\nWhat’s In It For You?\\n\\n\\n\\tMedical, Dental and Vision Plans\\n\\tVoluntary Benefits\\n\\tHSA &amp; FSA\\n\\tFertility &amp; Family Planning Benefits\\n\\tPaid Parental Leave\\n\\tAdoption Assistance Program\\n\\tEmployee Resource Groups\\n\\tFlex PTO for Exempt Associates &amp; up to 15 PTO days in first year of employment for non-exempt associates\\n\\t11 Paid Holidays\\n\\tCorporate Wellness Program\\n\\tCompany 401k and Roth retirement plans with employer match\\n\",\"validThrough\":\"2026-06-01\"}",
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    "qualifications": "<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"background-color:#ffffff;\"><strong><span style=\"color:#444444;\">KNOWLEDGE &amp; REQUIREMENTS</span></strong></span></p>\n\n<ul style=\"list-style-type:square;\">\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Experience in a technical call center environment preferred.</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Certified Pharmacy Technician preferred.</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure.</span> </span></li>\n</ul>\n\n<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"background-color:#ffffff;\"><strong><span style=\"color:#000000;\">EDUCATION &amp; EXPERIENCE REQUIREMENT</span></strong> </span></p>\n\n<ul style=\"list-style-type:square;\">\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Minimum years of work experience: 2 years </span> </span>\n\n\t<ul>\n\t\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Experience working with healthcare professionals in a fast-paced clinical setting preferred</span> </span></li>\n\t</ul>\n\t</li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">Minimum level of education or education/experience: High School Diploma</span> </span>\n\t<ul>\n\t\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#000000;\">A minimum of a High School Diploma or G.E.D.; Preferred: A Bachelor’s degree in a</span> <span style=\"color:#000000;\">related field from an approved and accredited college or university. </span></span></li>\n\t</ul>\n\t</li>\n</ul>\n\n<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"background-color:#ffffff;\"><strong><span style=\"color:#444444;\">PHYSICAL REQUIREMENTS</span></strong></span></p>\n\n<p style=\"margin-left:3px;margin-right:3px;\"><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.</span> </span></p>\n\n<ul style=\"list-style-type:square;\">\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">Frequent sitting in stationary position at a desk</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">Occasional twisting of body</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">Occasional reaching by extending hands and arms in any direction</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">Occasional lifting, pulling, or pushing</span> </span></li>\n\t<li style=\"text-align:justify;\"><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">Uses of basic office equipment within corporate and home office environment. Will be filing (lifting, reaching, bending) and possibly lifting boxes, up to 10 lbs.</span> </span></li>\n\t<li><span style=\"background-color:#ffffff;\"><span style=\"color:#444444;\">This position works in an office environment with moderate noise, including some work situations that could present repetitive muscular and vision strain.</span> </span></li>\n</ul>\n\n<p> </p>\n\n<p><strong>What’s In It For You?</strong></p>\n\n<ul>\n\t<li>Medical, Dental and Vision Plans</li>\n\t<li>Voluntary Benefits</li>\n\t<li>HSA &amp; FSA</li>\n\t<li>Fertility &amp; Family Planning Benefits</li>\n\t<li>Paid Parental Leave</li>\n\t<li>Adoption Assistance Program</li>\n\t<li>Employee Resource Groups</li>\n\t<li>Flex PTO for Exempt Associates &amp; up to 15 PTO days in first year of employment for non-exempt associates</li>\n\t<li>11 Paid Holidays</li>\n\t<li>Corporate Wellness Program</li>\n\t<li>Company 401k and Roth retirement plans with employer match</li>\n</ul>",
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